Enthusiast I

Sonos app 9.0 switches rooms and loses contact with Players

Forum|Forum|8 years ago
August 3, 2018
47 replies
1506 views

Long time Sonos user. It used to be rock solid. Not any more. We have 4 Zone Players in the house (no PLAY speakers), and since the 9.0 app, it's practically unusable.

Our zones are Office, Shop, Living Room, and Pool. 95% of the time I am using it in Shop with an Amazon Fire tablet (new model). What happens is the controller app in the shop will randomly switch the room to Pool. Sometimes I can switch back to Shop, and other times Shop is completely missing, with the only room available to choose it Pool. Quitting the app doesn't work. I have to go into settings / advanced and do a reset controller. All the rooms come back and Shop is now selectable and works.

Other times, it switches to Pooll all by itself, and when I choose Shop, it says "Sonos Player not found" (or something similar). Again controller reset in the app fixes it. But most of the time, I can just go to Rooms, select Shop and start playing again.

The other issue/annoyance that has existed since V8 is that my Now Playing screen will drop down, and the tablet is left with whatever screen was up before I started playing. I can touch the arrow to raise up the Now Playing screen and it will just randomly drop down by itself. It never used to do that. It would always leave Now Playing up (even when music has been stopped) making it an easy one-touch to start playing again.

I have put in a brand new Fire HD8 tablet, loaded the latest Sonos app, but these issues remain. I have also tried connecting to different WIFI (a temp WIFI AP a few feet from the tablet in the Shop) and had even tried enabling the option to use SonosNet instead of WIFI, but no difference.

All my Zone Players are wired to ethernet. In the shop, the ZP:Connect is about 6 ft from the tablet.

I would like to submit diagnostics from this tablet. Please advise.

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Airgetlam

JohnG666,

In your case, it certainly sounds like it might be a duplicate IP address issue. Try unplugging all of your Sonos devices from power, then reboot your router. Once the router comes back up, plug in one Sonos device back into power, and give it a minute or two to boot up, before moving on to the next and plugging it in.

This issue is a problem with the router losing track of what IP address it has handed out, and is often exposed when Sonos causes the soft reboot of the speaker during a software update. Another way to keep this from happening again is to go in to your router’s DHCP reservation table, and set up reserved IP addresses for all of your WiFi connected devices.

Frankly, this may also be the OPs issue as well, but given that s/he has already submitted a diagnostic, I’m loathe to step on the Sonos rep’s toes when they arrive to work tomorrow.

Bruce

E

Ewan_1

Trending Lyricist I

Yep it's absolute crap now. Sonos causes me so mucb stress. Players disconnect at random even when you just added music a few seconds before. Used to be fine, stable and actually a purchase to be proud of and recomend. Now it's just crap, I wouldn't recomend it to anyone for fear of embarassnent! I've tried everything. Fixed IPs latest. Even went on holiday for 2 weeks, everything switched off and come back put it all back on and after 2 days crap!!! SONOS spend less time on the guff Alexa keech and more time making the system how it was!! I hate it now! Prefer streaming Spotify through my Onkyo Amp!!

Airgetlam

Well, then, if you’re not able to get past this anger and work with Sonos in order to fix the issues you’re experiencing, I’d heartily recommend that you sell your equipment, and find something that suits you better.

Bruce

E

Ewan_1

Trending Lyricist I

Yep! That's pretty much where I'm at! Something that works like Sonos used to would be nice......2 x Play 5s , 1 x Connect Amp, 1 x Connect been a Sonos fan since 2013 but patience is running out. Not worth the frustration. Music is meant to be enjoyable! Thanks for your condesending reply really helped btw 😉

J

JohnG666

Enthusiast II

JohnG666,

In your case, it certainly sounds like it might be a duplicate IP address issue. Try unplugging all of your Sonos devices from power, then reboot your router. Once the router comes back up, plug in one Sonos device back into power, and give it a minute or two to boot up, before moving on to the next and plugging it in.

This issue is a problem with the router losing track of what IP address it has handed out, and is often exposed when Sonos causes the soft reboot of the speaker during a software update. Another way to keep this from happening again is to go in to your router’s DHCP reservation table, and set up reserved IP addresses for all of your WiFi connected devices.

Frankly, this may also be the OPs issue as well, but given that s/he has already submitted a diagnostic, I’m loathe to step on the Sonos rep’s toes when they arrive to work tomorrow.

None of my zone players have duplicate ip addresses, I’d already checked that before I phoned support. You can see the ip addresses assigned to them in Windows 10 and I can see they all look fine. Besides which, the CR200 controller doesn’t have the same problem as the ios and Android apps.

E

Ewan_1

Trending Lyricist I

My CR200 isn't fully functional anymore, I'm so disappointed 😞. I've tried allowing my Apps to connect to Sonosnet, but didn't help at all. It's all so random. When it happens, what player disconnects / disappears, if the music keeps playing ir not.....sometimes even the buttons on my players won't respond

Airgetlam

Sounds like you need to submit a diagnostic within 10 minutes of it happening, and calling in to Sonos with the number of the diagnostic. They’ll likely be able to help you resolve the problem you are experiencing.

Bruce

J

JohnG666

Enthusiast II

I was on the phone to support for nearly and hour and we recreated the problem I've been getting a couple of times. I sent a couple of diagnostics whilst on the phone to them but the only thing they could suggest was to use the alternative radio provider rather than TuneIn and to also try the Andoid app with the Android device using the Sonos Mesh. I've tried both suggestions and it still happens.

Despite me sending a few more emails with more information, the last email I received from support was four and a half days ago.

E

Ewan_1

Trending Lyricist I

I've tried to submit diagnostics several times, but it fails to run and comes up with unable to submit diagnostics try again. This is on the Android App. I need to try from a pc. I also removed my bridge from the equation, hard wiring my Connect instead. Hasn't helped one bit. Sometimes when I change something it's stable for a wee while, making me think I've cracked it, then goes flakey again

Airgetlam

Being unable to submit a diagnostic is a sure sign that your speakers are having an issue staying connected to the internet at large. I don't think it has anything to do with what the controller is running on at all. I'd suggest trying a reboot of your router, which might potentially clear some "bad" DNS information out, and allow the speaker to send the data to the Sonos servers.

Or, you may just want to contact Sonos directly to discuss it.

Bruce

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